{"href":"http://player.captivate.fm/services/oembed?url=http%3A%2F%2Fplayer.captivate.fm%2Fepisode%2Fd2515a4e-7c58-4781-9d12-02abe7f59321","version":"1.0","provider_name":"Captivate.FM","provider_url":"https://www.captivate.fm","width":600,"height":200,"type":"rich","html":"<iframe style=\"width: 100%; height: 200px;\" title=\"#311: Loyalty Leadership In a Crisis\" frameborder=\"0\" scrolling=\"no\" allow=\"clipboard-write\" seamless src=\"http://player.captivate.fm/episode/d2515a4e-7c58-4781-9d12-02abe7f59321\"></iframe>","title":"#311: Loyalty Leadership In a Crisis","description":"https://www.linkedin.com/in/cecilemasson/ (C\u00e9cile Henry) is the IBL Group Loyalty Manager.  She manages their home country loyalty programme in Mauritius called Wiiv rewards.  \r\n\nhttps://www.wiivrewards.com/ (Wiiv Rewards) is a multi-award winning loyalty programme, despite only being 3 years old, having launched in 2019.  However, today\u2019s show is not about the programme per se nor its awards, but it is about how C\u00e9cile and her team turned around an immediate crisis of technology provider insolvency, with less than 24 hours' notice.  \r\n\nIt is a remarkable insight into loyalty leadership, putting customers first, the power of communicating and customer service, and the courage to tackle such a crisis head-on.\r\n\n\r\n\r\n\nShow Notes:\r\n\n1) Wiiv Rewards\r\n\n2) IBL Group\r\n\n3) https://www.linkedin.com/in/cecilemasson/ (C\u00e9cile Henry, IBL Group Loyalty Manager)","thumbnail_width":300,"thumbnail_height":300,"thumbnail_url":"https://artwork.captivate.fm/12c83221-4aee-43fb-b0a2-9a46e1d21efe/2953009-1670316544948-be88cbeb22b1e.jpg"}